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Emotionally Empathetic Digital Experience

Airlines have the opportunity to provide their customers with an ‘emotionally, empathetic experience’(E3) by incorporating hyper-personalization and hyper-contextualization using an omnichannel approach—web, mobile, kiosk, call center agents, and voice. Self-service can be incorporated more effectively using the mobile channel with the help of chatbots and digital travel assistants.

Backed by our domain expertise and E3 offering, we help create a positive business impact by bringing customer experience to the forefront of the airline industry. Our focus spans both digital and emerging technologies to deliver an emotionally empathetic experience:

  • Digital commerce: Web, mobile and voice
  • UX/UI conceptualization and development
  • Content management
  • Chatbots/digital travel assistant
  • Real-Time Interaction Management
  • AI/ML for providing the right offers to customers
  • Customer insight, persona mapped to the customer journey
  • CRM: customer experience management involving campaign management, complaint management, disruption management, social media management, and feedback management
  • Digital Integration: Driving ancillary revenue by integrating and rapidly onboarding partners
  • Architecture definition and consulting
  • Specialization in middleware platforms
  • Datalex
  • Openjaw
  • Farelogix
  • Switchfly
  • API/Microservices integration
  • Enterprise SOA/Service platform

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